Patient Advocate Specialist

• Area of Interest: Patient Care
• FTE/Hours per pay period: 1.0
• Department: Patient Experience
• Shift: 8-5PM
• Job ID: 187725

Overview

UnityPoint-June E Nylen Cancer Center

Full-Time Days

M-F 8am-5pm

The Patient Advocate NE represents the organization to patients, families, and staff, addressing concerns to enhance satisfaction. The role handles complaints, coordinates resolutions with clinical and billing teams, and ensures compliance with HIPAA, CMS, and other regulations. The role supports patient education and staff training, fostering collaboration and operational efficiency to improve the patient experience at UPH.

Why UnityPoint Health?

At UnityPoint Health, you matter. We're proud to be recognized as a Top 150 Place to Work in Healthcare by Beckers Healthcare several years in a row for our commitment to our team members.

Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you're in.  Here are just a few:

• Expect paid time off, parental leave, 401K matching and an employee recognition program.
• Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.
• Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.

With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.

And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience.

Find a fulfilling career and make a difference with UnityPoint Health.

Responsibilities

Patient Advocacy and Support

Represent UPH to patients, families, physicians, and staff, ensuring a

positive image and addressing concerns promptly.

• Strengthen patient relationships by communicating rights,

responsibilities, and hospital policies to enhance understanding and

satisfaction.

• Provide support to physicians and staff to improve patient experience

and align with UPH's service excellence goals.

• Facilitate patient and family meetings to address potential risk issues,

such as adverse medical occurrences, with empathy and

professionalism.

• Develop and deliver educational sessions for staff on patient relations,

complaint handling, and guest services best practices.

Complaint Resolution and Coordination

Handle the patient complaint and grievance process, coordinating

feedback and resolutions with patients, families, and staff.

• Document complaints and grievances in the computer database,

ensuring accurate tracking and follow-up on resolutions.

• Collaborate with clinical risk management, billing, public safety, and

legal departments to resolve complex issues and mitigate risks.

• Alert administration and risk management about grievances with

potential legal implications to ensure timely action.

• Resolve complex billing issues elevated to the Patient Relations

department, determining adjustments as needed.

Compliance and Support Activities

Support compliance with CMS, HIPAA, DNV/HFAP, and OSHA

regulations in complaint handling and documentation processes.

• Assist in preparing patient information materials, such as patient

guides, to support education and engagement efforts.

• Help maintain accurate records of patient interactions and complaint

resolutions to ensure regulatory compliance.

• Support department initiatives by participating in team meetings

focused on guest relations and service improvement.

• Stay informed on patient advocacy best practices through training and

educational opportunities as directed.

Qualifications

Education:

High School Diploma or equivalent required

Experience:

1 year customer service required

License(s)/Certification(s):

BLS required